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Qudini - Restaurant case studies

3.
HONEST BURGERS - BACKGROUND:
Honest Burgers’ old clipboard waiting list
system did not fit with their core values as an
efficient, trendy and highly customer service
focussed restaurant.
So when they heard about Qudini they were
the first in London to snap it up quickly.
Their use of Qudini’s iPad waitlist system that
texts customers about their table status and
allows people to track their position in the
queue while they wait for a table has gained
them significant notoriety in blogs, magazines
and online review sites.

6.
INCREASING PROFIT:
Qudini enables each Honest Burgers site to serve an additional
12 covers a night. That’s 360 extra covers served a month.
Enabling a 1000% monthly return on investment in Qudini.
This is because:
• 70% of customers who no longer want their table will text the
app to let the staff know. So tables are turned faster.
• With the clipboard system staff had know way of knowing if
waiting customers still wanted their table until calling them.
Qudini saves them an average of 4 minutes per customer now
that they may tell them to return by text at the click of a
button. This equates to 2 hours a night of staff time saved.
• Customers also return quicker for their table when texted than
they did when called, because they may track their queue
position while waiting they time their drinks better to return
sooner.

7.
IMPROVED CUSTOMER EXPERIENCE:
10% of customers will go out of their way to positively
comment on the app and how “cool” it is.
Customers now return for their table in a more positive mood
than they used to with the clipboard system. This is because
the confirmation SMS and queue tracker weblink makes them
for more secure and relaxed while they wait.
Staff explain that customers trust being added to the “simple
and trustworthy” app more than a cluttered clipboard.
With Qudini there are significantly less complaints about the
waits. As with the clipboard customers would often return
before being called in order to complain and wait by the door.
Now this doesn’t occur, allowing staff to focus on the service
to customers inside the restaurant.

8.
THE WEBLINK:
The queue position weblink receives over
10,000 clicks a month in the Soho site alone.
60% of customers added to the waitlist will visit
the weblink.
Customers will visit the page an average of 11
times each during their wait.…Some customers
will even refresh the page up to 80 times.
In this way Qudini is able to increase customer
engagement with Honest Burger’s brand.
The restaurants are now using the opportunity
to increase sign-ups to their mailing list.

9.
ATTRACTING NEW AND REPEAT CUSTOMERS:
Customers often come to Honest Burgers because
they have heard about the app and are keen to use it.
The Soho restaurant often has customers come to them
because they have left the physical queue at another
restaurant in the area and would rather have the relaxed
wait offered by Honest Burgers.
Staff explain that the system has become “part of the
Honest Burgers experience” and that it definitely
encourages customers to choose their restaurant over
others.
Over the months the restaurants loyal customer base has
increased, 70% of their nightly customers have visited an
Honest Burgers restaurant before.

12.
FEEDBACK FROM THE FOUNDER:
"Our customers love Qudini's system!
Logging in from the pub and seeing your
place in the queue update live seems to be
very addictive.
They've made queuing easy, pain free and
charming!”
- Philip Eeles, Founder, Honest Burgers

14.
THE DINER:
Previously, The Diner would note all reservation customers
down in a paper diary.
Their lack of ability to communicate with customers before
their booking made it hard to know which customers would
arrive on the night. 50% of customer would not let them know
they wished to cancel in advance, this meant that tables were
held open for around 1.5 hours a night for no-show guests.
Qudini:
Use of Qudini allows the Diner to store reservations in one
place: sending automatic confirmation SMS messages, and a
reminder text 3 hours before their booking. Guests may reply
to messages at anytime to confirm or cancel, messages are
managed by staff within the simple to manage app.
The restaurant also uses Qudini as a waitlist at their door to
manage walk-in guests.

15.
RESERVATION RESULTS:
With Qudini in place all reservation customers that the restaurant is expecting that
evening will text in to let them know if they wish to cancel their table.
The restaurant experience’s no no-shows anymore, a 100% reduction in no-shows.
The restaurant explains that because it’s made so easy for customers to let them
know of cancellations: “We rarely have empty tables”
In total tables are left open for at least 1 hour less each evening
Reservations customers now arrive more on time for the start of their bookings too,
enabling the restaurant to turn tables faster.
The restaurants report that they are able to serve 40 additional covers
a night due to Qudini’s waitlist and reservation management features.
This creates over a 5000% ROI on their monthly licensing of the service.

16.
MANAGER FEEDBACK:
“We don’t get no shows any more because the customer
will always let us know via the text option”
- Manager, The Diner Soho
“It’s very useful because most customers are polite enough
to text back to cancel when it’s so easy. In the past we’d
have to just hold tables open for customers who weren’t
going to show up. No shows were the bain of my life.
The link that Qudini provides between us and our
customers smooths everything out.”
- Manager, The Diner Covent Garden

17.
HQ FEEDBACK:
“We use Qudini in our diners, allowing customer to queue
remotely has helped us turn tables more efficiently and
offer a better overall standard of service. Customers love
the system and much prefer going for a drink nearby to
standing and waiting in a crowded restaurant.
It’s been great testing out the reservation features which
we now operate group wide.”
- Chris Todd, Chief Operating Officer, The Diner Group

19.
CUSTOMER FEEDBACK:
• 52% of Bodean’s customers say that the Qudini waitlist experience would
cause them to chose Bodean’s over other restaurants in the future.

20.
TESTIMONIALS FROM THE HOSTS:
“It’s much better because customers can text back to cancel, so we no longer
spend a lot of time tying to call them back or holding the table open when they’re
not planning on returning. This enables us to seat the next party much faster”
- Hostess at Bodean’s Tower hill
“I would never want to go back to the old system. The qudini app is perfect for me
as the hostess, it is quick and easy to use and it saves me a lot of time”
- Hostess at Bodean’s Soho
“Most importantly to our restaurant it saves us time, whilst it also allows our
customers to have a better time”
- Hostess at Bodean’s Fulham

21.
ENDORSEMENT FROM BODEANS HQ:
“Qudini has proved to be a wonderful tool in
streamlining our waitlist and keeping our guests
happy. The SMS system has been more efficient
and time saving.
We recommend Qudini to any busy restaurant.”
- Operations Manager, Bodean’s BBQ